IT Governance, Risk, and Compliance

Oct 28 2010   3:11PM GMT

Service Level Management of Cloud Computing – Part III



Posted by: Robert Davis
Tags:
Cloud Computing
Critical Success Factors
CSF
IT Service Delivery
IT Support
ITSM
Key Performance Indicators
KPI
Service Level Agreement
Service Level Management
SLA
SLM

Usually the rapid growth of virtualized resources across multiple domains begets heightened IT service delivery expectations. To reconcile this perspective, management normally insists on increased quality, functionality and ease of use; decreased deployment time; and continuously improving service levels — with multilateral cost containment or abatement.

For the entity’s IT service delivery personnel, business expectations generally translate into providing appropriate SLM of cloud computing. Typically, SLM is considered the primary IT managerial area that ensures promised services are delivered when and where expected at agreed-upon cost. As with most managerial endeavors, there should be a well formulated plan. Consequently, assisting in actualizing expectations for SLM processes is the Service Quality Plan (SQP) addressing specific managerial objectives.

View Part I of the Service Level Management of Cloud Computing series here

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